Director of Guest Experience
Full job details
Hotels Group, we own, operate and franchise more than 5000 hotels, offering more than half a million guest rooms in nearly 100 countries. By bringing
your expertise and passion to any one of our brands, you will help us achieve our
vision : to be the most preferred, admired and successful hotel company the
Manage all aspects of the front office
(guest registration, porter services, business centre, telephone services,
concierge services, and Club InterContinental) to deliver a guest experience
that is unique and brings the brand to life.
Specific Pre - Opening Responsibilities
- Study the approved budgets
and ensure compliance.
- Study Intercontinental
guest experience standards and devise plans to implement them effectively.
- Study local cultural
aspects and target customers’ expectations and propose how to integrate value
added services that “wow” guests.
- Set up guest experience standards
in consultation with Resort Manager and General Manager.
- Devise/ approve/ implement
operational manuals, brand service standards and job descriptions for each
section of the division.
- Recruit key members of own
team as per IHG People tools in collaboration with Director of Human Resources.
- Oversee recruitment,
induction and training of entire team alongside own key team members and Human
- Plan and oversee all
logistics in own department for a smooth and successful opening.
- Ensure that the facilities are well set up, logistics are available and
the right quality of human resources are recruited, trained and made
enthusiastically ready for the opening as per deadlines from Owning company,
IHG and General Manager.
- Prepare and
manage a cost effective budget with measurable targets for department within
the financial parameters set down by the hotel budget.
monitor and analyze variations from the budget.
procedures that track, report on, and control the running costs of the
- Monitor results
of P&L statements and controls costs.
- Work within the
company’s Human Resource Management System to ensure the departmental
performance of staff is productive.
- Plan for current
and future staffing needs.
- Recruit in line
with company guidelines.
- Prepare detailed
orientation programs for new staff.
- Maintain a
comprehensive, current and guest focused set of departmental standards and
procedures and oversee their implementation.
- Ensure training
needs analysis of your departmental staff is carried out and training programs
are designed and implemented to meet needs.
- Deliver training.
- Actively work at
developing your direct reports and identify high potentials.
training records for all direct reports and ensure they do the same for their
probation and formal performance appraisal in line with company guidelines.
- Coach, counsel
and discipline staff, providing constructive feedback to enhance performance.
- Approve leave
requests after considering peaks and troughs in the business.
communicate with staff to maintain positive relationships.
development of staff for promotions and terminations
- Create a luxury guest experience framework and implement the
standards to be upheld by the entire team consistently.
- Inspire and personally create innovative ways to surprise and
engage guests and other visitors to the resort lobby.
- Personally demonstrate service attributes in accordance with
industry expectations and company standards including:
- Being attentive
- Accurately and
promptly fulfilling Guests requests;
- Maintain a high
level of knowledge which affects the Guest experience;
- Demonstrating a
- Taking appropriate action to
resolve guest complaints.
- Appreciate the dynamic nature of the Hotel industry and
extend these service attributes to all internal customers.
- Review and update existing standards to ensure
- Monitor HeartBeat results and mystery audits and implements
action plans to improve results.
yourself with Company Health and Safety Policies and ensure your areas promote
and comply with them.
responsibility to rectify hazardous situations, reporting major areas of
concern to your General Manager or designate.
yourself with property safety, first aid and fire and emergency procedures and
actively enforce these in your area of responsibility.
- Ensure security
incidents in your operational area are reviewed and corrective measures
implemented to prevent recurring incidents.
- In conjunction with the Emergency Response
Team prepare emergency procedures upon advice from relevant authority that
cover such emergencies as Fire, Power Outrage, Bomb Threat, Weather related Warnings,
Directing a great quality luxury experience
for the resort guests.Responsible for the entire front desk,
guest relations, Instant Service, Concierge and Club InterContinental
Do you have what it
takes to be a leader in the world's most global hotel company?
If so, make it happen
and apply now for a career with InterContinental Hotels Group, where a world of
personal and professional opportunities exist.
degree / higher education qualification / equivalent in Hotel
years of Front Office/Guest Service experience including management experience.
speak fluent English; other languages preferred.
interpersonal communication skills
- Excellent reading and writing abilities for
completing paperwork and management reports, interpreting results, giving and
receiving instructions, and training.
- Mathematical skills,
- Problem solving, reasoning, motivating,
organizational and training abilities
- Ability to work
nights, weekends, and/or holidays.